Monitoring and flagging delayed orders

Purpose

1. Automate detection, notification, and escalation of delayed food orders in Spanish Grill environments to minimize wait times and enhance customer satisfaction.

2. Enables automated alerts to staff, escalates issues to management, automates order tracking, and synchronizes order statuses across systems.

3. Ensures all relevant teams are notified in real-time, automating manual monitoring steps and preventing missed delays.

4. Integrates seamlessly with digital POS, kitchen management, communication, and customer engagement platforms, automating collaborative order resolution.

Trigger Conditions

1. Automated trigger when an order status remains as "in progress" or "preparing" beyond a configurable time threshold (e.g., 20 mins).

2. Manually flagged by staff using POS platform for further automation handling.

3. API webhook triggers from POS, kitchen display, or ordering channels upon status update or delay event.

Platform Variants

1. Twilio SMS

• Feature/Setting: Automate SMS alerts via Twilio Programmable Messaging API (`/Messages` endpoint); configure sender, recipient, and dynamic delay reason.
  

2. SendGrid

• Feature/Setting: Automate email notifications using SendGrid v3 Mail Send API; template triggers with order details and elapsed time.
  

3. Slack

• Feature/Setting: Automated alert messages via Slack API (`chat.postMessage` function); target coordination channels with @mentions for escalations.
  

4. Microsoft Teams

• Feature/Setting: Automate Teams notification using Microsoft Graph API (`/chats/{chat-id}/messages`); direct message staff group or escalate to managers.
  

5. Zapier

• Feature/Setting: Automates multi-app workflows; use "New Event in App" + "Send Alert" automation—connect POS/KDS to comms tools.
  

6. Shopify POS

• Feature/Setting: Use Shopify Admin API (`order/updated` webhook) to trigger automation when order stage lags beyond SLA.
  

7. Toast POS

• Feature/Setting: Automate flagging using Toast API’s Order Events Webhook, then trigger notification automation via third-party comms platforms.
  

8. Square POS

• Feature/Setting: Automate order flagging through `v2.orders.searchOrders` API and send automated alerts on late status.
  

9. Google Chat

• Feature/Setting: Automate messages using Google Chat API (`spaces.messages.create`); configure targeted bot for delay notifications.
  

10. Trello

• Feature/Setting: Automate card creation with Trello API (`cards` endpoint) per delayed order, assign due/responsible party.
  

11. Monday.com

• Feature/Setting: Use Monday.com API to automate item creation or status change; workflow triggers for delayed orders.
  

12. PagerDuty

• Feature/Setting: Automates escalation using Events API v2; create incident on delayed order for ops response.
  

13. Zendesk

• Feature/Setting: Use Zendesk API to automate ticket creation on delay detection; route to support/ops.
  

14. Gmail

• Feature/Setting: Automate templated email sending via Gmail API (`/users/messages/send`) on SLA misses.
  

15. Discord

• Feature/Setting: Automated order delay alerts via Discord Webhook URLs; trigger messages into staff channels.
  

16. Jira

• Feature/Setting: Automate issue creation with Jira REST API (`/issue` endpoint) for delay logging and tracking.
  

17. Asana

• Feature/Setting: Automate task creation via Asana API (`/tasks`) for ops/staff on delayed orders.
  

18. AirTable

• Feature/Setting: Automated record creation/update tracking with AirTable API for delayed orders; automate reporting.
  

19. Notion

• Feature/Setting: Automate new page or database entry using Notion API for delayed orders tracking.
  

20. Webex

• Feature/Setting: Automate notifications to team spaces with Webex API (`/messages` endpoint).
  

21. Freshdesk

• Feature/Setting: Create automated support tickets via Freshdesk API for internally flagged or automated delayed orders.
  

Benefits

1. Automation reduces manual monitoring, freeing staff for value-adding tasks.

2. Automated notifications and escalations drive faster resolution of delays.

3. Integrates and automates data exchange between POS, kitchen, and management for transparent operations.

4. Enhances customer satisfaction via reduced wait times through automation.

5. Automated reporting enables managers to proactively identify bottlenecks and automate performance analysis.